haku: @indexterm call centres / yhteensä: 21
viite: 10 / 21
| Tekijä: | Wood, S. Holman, D. Stride, C. |
| Otsikko: | Human resource management and performance in UK call centres |
| Lehti: | British Journal of Industrial Relations
2006 : MAR, VOL. 44:1, p. 99-124 |
| Asiasana: | call centres human resource management strategy United Kingdom |
| Kieli: | eng |
| Tiivistelmä: | This paper examines the core propositions of the strategic human resource (SHRM) approach that: (a) there are coherent links through the SHRM chain from strategy, through operational requirements, to work design and human resource management, and (b) the fit between the human resource practices and market factors determines organizational performance. LIttle support for these hypotheses is found as only (a) a few direct relationships between the elements of the SHRM chain are found, and (b) direct relationships, rather than those moderated by market factors, are found between human resource practices and performance. However, key operational requirements are linked to work design, which is itself related to a limited number of human resource practices. The direct effects of work design on key performance indicators are clearer than those of human resource practices. |
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